The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

Tip of the Week

  • Don’t just celebrate the achievement of Service Level (SLA).
     September 16 –

    Most companies see achievement of SLA, or over-achieving SLA as cause for celebration; if it is achieved, everything is great.  If we are better than the target, we are golden. However, the job does not stop there.
    If you are achieving SLA, examine whether this is because you are right-staffed (good) or overstaffed (bad), …

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